• Manages a list of our strategic customers and important initiatives. • Provides customers with business, technical, and product knowledge. • Develops/executes effective success plans to drive customer outcomes. • Educates customers on how existing and new product features/functionality will contribute to the growth of their business. • Works closely with CS leadership to define and execute best practices for account management. • Assists others at OutSystems as they support the customers in their digitalization journey. • Works closely with Account Executives and Customer Success Engineers to identify and nurture customer renewal and growth opportunities to closure. • Acts as the Voice of the Customer. • Identifies and quantifies the key factors for customer success and then communicates them effectively to drive the solutions provided by OutSystems. • Develops a plan to meet this criterion based on regularly cadenced communications with the customer (QBRs, Executive Meetings, etc.). • Brings intelligent and relevant product feedback and recommendations from customers back to the Product Management team. • Travels as needed to meet with Customers in person. • Develops a plan to increase the penetration at your Customers that provides for increased OutSystems executive visibility. • Innovates to make an impact: on your customers, your team, and the company.

• Forge relationships with new MSP partners and understand their objectives, sales targets and metrics • Work closely with MSP partners to develop a strategy and plan for achieving their objectives, sales targets and metrics • Manage the prescribed MSP onboarding process with the partner including but not limited to use of KnowBe4 assessments, account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities • Train the MSP partner sales team on how to conduct an effective KnowBe4 demo for their prospective customers • Leverage and promote the use of partner accessible KnowBe4 assets, including the partner portal • Coordinate with technical support for technically complex questions • Monitor MSP partner usage, adoption, and partner health metrics • Analyze MSP partner consoles and advise them on which training and phishing campaigns would be most beneficial to their customers • Drive and quote cross-sales on additional KnowBe4 products to increase our footprint with the partner, and to drive upsell and revenue for the MSP team • Continue to work with MSP partners per prescribed engagement model to support ongoing successful adoption of KnowBe4’s products and to drive additional value throughout the lifetime of the subscription term • Perform quarterly business reviews with key MSP partners to evaluate and monitor the relationship and performance, including but not limited to a thorough review of prior quarter and YTD sales, opportunity pipeline, customer retention rates and new customer acquisitions, KnowBe4 marketing collateral, product feature updates and how they should be positioned when selling to customers and new partner initiatives such as updates to partner programs • Drive cross-functional initiatives that will improve the overall MSP partner experience and lead to greater satisfaction and loyalty among MSP partners • Leverage new and existing tools, processes and best practices to ensure MSP partners are realizing the greatest possible value from KnowBe4 • Be proactive when conducting discovery with MSP partners on opportunities and handle any objections to ensure predictability of successfully closing those opportunities • Negotiate with MSP partners on opportunities to prevent account churn and to secure optimal terms • Employ pricing strategies that meet the Company’s standards, policies, and procedures • Generate pricing quotes for renewals, add-ons, and upsells • Manage your assigned 30, 60, and 90 day opportunity pipeline, weekly and daily forecasts, and meet regularly with your manager to review • Meet and exceed bookings targets and quotas • Maintain impeccable administration of your MSP partner accounts in the Company’s CRM • Provide input and make recommendations on whether an existing MSP partner relationship should be terminated

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Customer Success Managers are trusted advisors to key stakeholders at our accounts, delivering strategic insights to drive their business initiatives. Additionally, this role will be primarily responsible for guiding users through onboarding, training, and ongoing engagement at our Strategic Accounts. The overall mission of this role is to develop deep and personal relationships with our user base, driving user adoption across the organization and ensuring retention, verified business value, and renewal of each account. Responsibilities - Ensure high user-adoption through effective executive sponsorship, change management, and white-glove trainings. - Lead Executive Business Reviews with client executives to communicate value provided by AcuityMD. - Generate contract renewals by ensuring client executives and users are seeing value with AcuityMD. - Identify and illuminate customer success stories and examples of AcuityMD ROI. - Partner with Strategic Program Manager and Account Executives to build growth strategies for your book of business and work with them to secure successful renewals and expansions. - Regularly monitor account health and adoption to find opportunities to help customers acquire maximum value from AcuityMD. Qualifications - 5-7+ years of experience with deep experience in Customer Success for Enterprise SaaS or in the Medical Technology industry. - You’re able to develop close personal relationships with customers and colleagues through empathy. - You are a patient and active listener. - You’re proactive and self-driven, and bring infectious energy and resiliency. - You are an excellent verbal and written communicator (email & PPT). - You’re highly organized with ability to multi-task and prioritize different assignments. Nice to Haves - Analytical background with experience with SQL or other query-based language. Requirements - You must have an eligible work permit in the USA to be considered for this position. Benefits - Ground floor opportunity: Join a high-growth startup, backed by world-class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health). - Learning Budget: Reimbursements for relevant learning and up-skilling opportunities. - Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees. - Flexible PTO: Generous time off and flexible hours give you the freedom to do your best work. - Paid Health, Dental, and Vision Plans: We offer 100% paid health, dental, and vision plans for all employees and 75% paid for our employees' dependents. - Home Office Stipend: $1,000 to invest in remote office equipment and WiFi reimbursement. - Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings. - Parental Leave: 8-16 weeks of fully-paid, flexible parental leave.

• Serve as the primary technical relationship owner post-deployment, ensuring ongoing alignment with the customer’s business objectives • Act as the first point of escalation for customer issues, coordinating with cross-functional teams to ensure timely and satisfactory resolution • Build strong executive and operational relationships within customer organizations, positioning GE Vernova as a trusted partner • Develop and maintain deep product knowledge across GE Vernova’s Grid Software portfolio • Collaborate with customers to understand their operational use cases and ensure proper solution adoption, configuration, and utilization • Translate complex technical features into business value and ensure alignment with customer goals and desired outcomes • Monitor customer health, proactively identifying risks to retention and opportunities for expansion • Drive successful customer outcomes by aligning internal resources to deliver value and results across the customer lifecycle • Lead regular check-ins, business reviews, and success planning sessions with customers • Help lead Root Cause Analysis (RCA) efforts following critical issues or escalations, ensuring learnings are captured and applied to standard work to drive continuous improvement • Act as the internal voice of the customer, channeling feedback to Product, Engineering, Support, and other internal stakeholders • Coordinate cross-functional efforts to address customer challenges and enhance the overall experience • Contribute to the development of best practices and scalable customer success strategies